Client Experience & Support Specialist — Melbourne

Assetara Limited; Melbourne; Remote; AUD 70,000 - 90,000; Full time

Job summary

Assetara Limited is seeking a Client Relationship & Support Specialist to work remotely from Melbourne, Australia. The role focuses on client communication, CRM administration, and concierge-level support within the Assetara platform, strictly avoiding regulated activities.

Key responsibilities include client calls, platform navigation assistance, SLA management, and strict adherence to confidentiality, security, and anti-fraud protocols.

Qualifications

• Experience delivering professional, concierge-level client support.
• Familiarity with CRM systems and ticketing workflows.
• Commitment to data protection and anti-fraud protocols.

Responsibilities

• Provide professional client communication within Assetara workspace.
• Deliver scheduled client calls and assist with platform navigation.
• Prioritize unread threads and manage SLA commitments.
• Maintain accurate client notes in the CRM.
• Escalate red flags or compliance issues promptly.

Skills

Client communication

CRM administration

Time management

Compliance awareness

Job description

Client Relationship & Support Specialist — Melbourne, Australia

Job Openings Client Relationship & Support Specialist — Melbourne, Australia

About the job Client Relationship & Support Specialist — Melbourne, Australia

Role: Client Relationship & Support Specialist (Melbourne, Australia)

Department: BROKER

About the Role:

We are looking for a dedicated Client Relationship & Support Specialist to join our team remotely through the Assetara platform. In this role, you will act as a key point of contact for our clients, providing professional, warm, and concierge-level account assistance. (Note: While the internal operational title for this function is "Broker", this role focuses entirely on client communication, CRM administration, and support services—it does not involve acting as a regulated financial broker, investment adviser, or portfolio manager.)

Key Responsibilities:

• Client Communication: Provide professional, warm, accurate, and concise communication exclusively within the official Assetara workspace and approved tools.
• Concierge Support: Deliver scheduled client calls, review portfolio context in advance, and assist clients with platform navigation while strictly adhering to compliance limits.
• Queue & SLA Management: Prioritize unread client threads, handle SLA compliance disciplines, and conduct authorized proactive outreach to clients.
• CRM Administration: Maintain accurate, timely, and complete client notes within the system without copying unnecessary personal data.
• Escalation & Compliance: Immediately identify and escalate red flags, complaints, security incidents, or matters outside authorized boundaries according to company compliance rules.

Requirements & Compliance Standards:

• Strict adherence to operational, security, and compliance guidelines (including mandatory completion of initial training and identity checks).
• Professional remote work discipline, time management, and availability window compliance.
• Absolute commitment to confidentiality, data protection regulations (handling Client Data strictly on documented instructions), and anti-fraud protocols.
• Strict Prohibitions: Must never provide personalized investment advice, promise guaranteed returns, handle client funds/private keys, or use unapproved external communication channels.